Regularly having to reboot hub

[tracy6697]

Hi, 

I have the Hub5 and it’s regularly losing connection at night. I test the service and that says it’s fine. I have to turn it off and wait about 10 minutes for it to reboot itself and then it comes back. This is getting really frustrating with how often it happens. 
We’re trying to decide whether to just go elsewhere for our broadband now as it’s not reliable enough. Does anyone know if this is a problem with this particular hub and would we be better asking to swap to a 3  / 4 before we jump ship completely? 

[jbrennand]

Only reason for using a Hub5 is if you want speeds above ~1GB and faster wifi speeds above ~500. Otherwise a Hub3/4 would do fine - they seem to be less "buggy".

[Tudor]

Please post some stats:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.

[tracy6697]

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	379000000	2.7	42	QAM 256	31
2	139000000	6.8	43	QAM 256	1
3	147000000	6.5	43	QAM 256	2
4	155000000	6.3	43	QAM 256	3
5	163000000	5.9	43	QAM 256	4
6	171000000	5.6	42	QAM 256	5
7	179000000	5.3	42	QAM 256	6
8	187000000	5.3	42	QAM 256	7
9	195000000	5.4	42	QAM 256	8
10	203000000	5.2	43	QAM 256	9
11	211000000	5.2	42	QAM 256	10
12	219000000	4.9	42	QAM 256	11
13	227000000	4.9	43	QAM 256	12
14	235000000	4.9	43	QAM 256	13
15	243000000	4.6	43	QAM 256	14
16	251000000	4.6	43	QAM 256	15
17	259000000	4.4	43	QAM 256	16
18	267000000	4.2	43	QAM 256	17
19	275000000	4.3	42	QAM 256	18
20	283000000	4	42	QAM 256	19
21	291000000	4.2	42	QAM 256	20
22	299000000	4.3	43	QAM 256	21
23	307000000	4	43	QAM 256	22
24	315000000	3.8	43	QAM 256	23
25	323000000	3.5	42	QAM 256	24
26	331000000	3.2	43	QAM 256	25
27	339000000	3.3	42	QAM 256	26
28	347000000	3	42	QAM 256	27
29	355000000	2.8	42	QAM 256	28
30	363000000	2.7	42	QAM 256	29
31	371000000	2.6	42	QAM 256	30

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	42	0	0
2	Locked	43	0	0
3	Locked	43	0	0
4	Locked	43	0	0
5	Locked	43	0	0
6	Locked	42	0	0
7	Locked	42	0	0
8	Locked	42	0	0
9	Locked	42	0	0
10	Locked	43	0	0
11	Locked	42	0	0
12	Locked	42	0	0
13	Locked	43	0	0
14	Locked	43	0	0
15	Locked	43	0	0
16	Locked	43	0	0
17	Locked	43	0	0
18	Locked	43	0	0
19	Locked	42	0	0
20	Locked	42	0	0
21	Locked	42	0	0
22	Locked	43	0	0
23	Locked	43	0	0
24	Locked	43	0	0
25	Locked	42	0	0
26	Locked	43	0	0
27	Locked	42	0	0
28	Locked	42	0	0
29	Locked	42	0	0
30	Locked	42	0	0
31	Locked	42	0	0

[tracy6697]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	46.8	5120	QAM 64	1
1	43100000	45.8	5120	QAM 64	2
2	36600000	45.3	5120	QAM 64	3
3	30100000	44.8	5120	QAM 64	4
4	23600000	44.3	5120	QAM 64	5

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[tracy6697]

Network Log

Time Priority Description

29-09-2022 22:57:11	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-09-2022 22:57:11	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-09-2022 21:53:05	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-09-2022 21:53:05	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-09-2022 19:45:31	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-09-2022 19:45:31	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-09-2022 18:42:41	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-09-2022 18:42:41	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:55:21	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:55:21	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:55:17	notice	REGISTRATION COMPLETE - Waiting for Operational status
28-09-2022 22:55:13	warning	Dynamic Range Window violation
28-09-2022 22:55:13	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:55:12	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:55:07	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:55:04	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:55:02	notice	Honoring MDD; IP provisioning mode = IPv4
28-09-2022 22:54:53	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:54:49	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:54:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:54:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:54:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:54:48	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-09-2022 22:54:41	critical	Cable Modem Reboot due to power button reset
28-09-2022 22:54:36	critical	Cable Modem Reboot due to master console reset
28-09-2022 22:54:36	critical	Cable Modem Reboot due to master console reset
28-09-2022 22:54:36	critical	Cable Modem Reboot due to master console reset
28-09-2022 22:54:36	critical	Cable Modem Reboot due to master console reset
19-09-2022 00:22:18	critical	Cable Modem Reboot from SNMP
19-09-2022 00:18:24	critical	Cable Modem Reboot from SNMP
19-09-2022 00:14:27	critical	Cable Modem Reboot from SNMP
19-09-2022 00:11:40	critical	Cable Modem Reboot from SNMP

[Megan_L]

Hi Tracy6697,

Thanks for using the forums to get this issue with your broadband looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

• Can I ask if the connection drop outs occur only over WIFI connections? What are Wired devices like?
• When the drop outs do happen, do any lights appear on the Hub 5 to indicate an issue?

I have already taken the time to look into your services on my side and cannot see any major issues with your levels, nor any issues with your Hub 5 - But of course that doesn't always mean there's not a problem. We just need to explore the issue further together with questions and diagnostics 🙂

Please let me know!

Thanks,

Megan_L

[tracy6697]

Hi,

it’s just gone down again. The light was solid white at first then started to slowly flash before returning to solid white. It’s still not working though. 
I don’t have anything wired into it so I don’t know whether they work. 

thanks for your help 

[tracy6697]

Exactly 24 hours later and it’s just gone down again. If it’s an update does it happen every night and is there any option to set when you’d like it to be pushed through like you can on a PC? This is really inconvenient every night when everyone in the house is trying to use it. 

[Adduxi]

Try a full 60 second factory pinhole reset. It may be the Hub is failing a firmware update and trying every night. A factory reset will force a full update down.